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AI Customer Support Assistant

Boom Support avatar
Written by Boom Support
Updated over a year ago

Overview

The AI Customer Support Assistant will help you easily navigate your guests' communications and operations in the CRM module. You can set it to work in two modes: Co-pilot and Autopilot.

The assistant will answer repeated questions and provide general information about the property and the various policies in place. It will also create service calls as needed, set a follow-up time, escalate to a manager when a human assistant is required and set the Fun Level score to indicate the guests satisfaction and overall experience.

Benefits:

  • Seamless Navigation and Communication

  • Automated Responses to Common Questions

  • Automated Service Call Creation and Follow-Up

  • Escalation to Human Managers

  • Flexibility in Operation

  • Improves Response Rate and Guest Satisfaction

  • Enhances Guest Experience

  • 24/7 Availability

Co-pilot

In co-pilot mode, the AI Assistant offers your customer service agents suggested replies and pertinent information they can opt to use. This mode allows you to either approve or reject the suggestions.

You can ask the AI Assistant to generate responses for you manually at any time by clicking on the AI assistant button within the message box

Activating Co-Pilot Mode

⚠️ Activation requires access to the AI module.

  1. Open the "AI" module from the main menu, and navigate to the "Config" tab

  2. Select the "Customer Support" option

  3. Turn the toggle on to activate the Co-Pilot option

  4. Scroll down and click on the save button

  • You can disable suggested responses and tag conversations/guest satisfaction by unchecking them

Autopilot

Autopilot mode encompasses all Co-pilot functionalities but operates independently, following your policies to interact with guests and provide essential information. Upon activation, autopilot mode is applied to all your listings, however, you can specify particular listings for its use by selecting them. If you prefer it to operate at specific times, you can set designated operational hours and days.

Activating Autopilot Mode

⚠️ Activation requires access to the AI module.

  1. Open the "AI" module from the main menu, and navigate to the "Config" tab

  2. Select the "Customer Support" option

  3. Turn the toggle on to activate the Autopilot option

  4. Choose your preferred listings for autopilot in the 'Select Listings' field. If no selections are made, the AI will automatically apply to all listings by default.

  5. Configure the working hours and days for autopilot operation. If left unspecified, it will operate around the clock, 24/7.

  6. Click on the save button

AI Policies

AI Policies are predefined rules and guidelines that govern how the AI interacts with customers and handles various scenarios in sales and customer support. These policies ensure that the AI operates within the desired parameters, providing consistent and accurate responses. They can cover a range of topics, from handling sensitive customer data to specific sales tactics.

Adding AI Policies

  1. Open the "AI" module from the main menu, and navigate to the "Config" tab

  2. Select which area would you like to add the AI policy. In this example, we'll choose Customer Support.

  3. Scroll down to the Customer Support Policies, and choose the specific tab you want to add the policy to.

    • To add a new tab of policies, click on the button.

    • To delete the existing tab, click on the button.

    • To edit the existing tab, click on the icon.

  4. After selecting the tab, click the button to start creating it. Then add a subject for your policy.

  5. Once submitted, you can set up your policy by selecting the listings to which it will apply and adding a description to guide the AI in responding to customers.

    • The Pause on Policy Detection allows the AI to momentarily halt its automated processes when a specific policy condition is met.

    • Escalate on Policy Detection automatically escalates a ticket when a specific policy condition is met.

  6. Save the policy for the system to start generating it.

As demonstrated in this sample guest conversation, the AI adhered to the policy that was set. The responses provided by the AI align with the guidelines and parameters defined in the policy, ensuring consistent and accurate customer support:

Using the AI Train Button

The AI Train feature is designed to help you enhance the AI’s responses by providing additional training based on real interactions. This functionality is available whether the AI autopilot is active or not. By using the AI Train button, you can correct and refine the AI’s responses, ensuring that it provides accurate and relevant information to guests.

Generate AI Policy

  1. Once a response was sent to the guest, click the button located above it, beside the AI CS/Sales CS.

  2. Add the suggested message. This is the response or correction that you want the AI to learn from.
    Note: If the autopilot mode is on, the AI Train prompt will display the message the AI initially generated. You should enter your improved or corrected version in the suggested message text box, replacing or refining the AI's original response.

  3. Below the suggested message text box, select the option to generate an AI Policy. Click to proceed.

  4. Create the new AI policy by filling out the required fields:

    • Topic: Specify the guest-related topic that the policy addresses.

    • Subject: Provide a title for the policy.

    • Description: Write a detailed description that outlines the rule or guideline for handling similar queries in the future.

  5. Once generated, the policy will be added to the AI section. Go to

    and select the relevant department to view the newly added topic. Inside, you will find the subject and description of the policy you created.

💡In this example, the AI policy was applied when the same guest query or message was received. The trained AI responded according to the new policy, demonstrating the effectiveness of your training input.

Pause AI Autopilot

This allows the AI to momentarily halt its automated processes when a specific policy condition is met. This gives the human agent the opportunity to review the situation and make a decision, ensuring that sensitive or complex issues are handled appropriately.

  1. Upon adding the policy, tick on the checkbox.

  2. Save the policy for the system to start generating it.

In this instance, the AI did not respond automatically to the guest. Instead, it was paused, allowing you the option to either respond differently or proceed with the AI’s suggested response.

AI Escalation Notifications

This alert designated team members when the AI encounters a scenario that requires escalation or when a policy requires human intervention. This ensures that issues are promptly addressed and do not fall through the cracks.

  1. Upon adding the policy, make sure that the is ticked.

  2. Go to "Settings" from the main menu, and navigate to the "Users" tab

  3. Choose the user and click on the icon to modify the user settings

  4. Scroll down to "Notification Settings" and turn on the customer support escalation and/or sales escalation.

  5. Hit the button.

As you can see here, since the "Escalate on Policy Detection" feature was enabled, the ticket was automatically escalated.

Consequently, a notification popped up on your screen, alerting the agent to the issue.

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